Director, Infrastructure Services

About the role

The Head of Production Services Governance, Incident & Problem Management is accountable for the enterprise governance, standards, and performance of Technology Incident Management and Problem Management (including root cause analysis) across BNY’s Platforms.

Responsibilities

• Own the Incident Management practice and ensure it is implemented consistently across Platform Production Services and aligned to ITIL principles.
• Establish and maintain incident taxonomy, severity models, prioritization rules, escalation paths, and functional/organizational RACI.
• Define Major Incident Management (MIM) framework: incident command roles, war-room orchestration, communications cadence, stakeholder engagement, and decision rights.
• Ensure end-to-end controls: accurate incident logging, categorization, impact assessment, timeline reconstruction, evidence retention, and closure criteria.
• Drive performance through standard KPIs (e.g., MTTA/MTTR, reopen rate, SLA compliance, major incident frequency, customer-impact minutes, incident backlog health).
• Own the Problem Management practice including proactive problem identification, trending, and prevention of recurrence.
• Establish RCA standards (methodologies such as 5 Whys, fishbone, fault tree, “cause–trigger–control gap” framing) and ensure consistent quality across teams.
• Govern Corrective and Preventive Action (CAPA) management: remediation backlog, prioritization, due dates, owner accountability, and validation of effectiveness.
• Maintain governance for Known Errors and Workarounds, enabling faster recovery and better knowledge reuse.
• Drive systemic improvements by connecting incidents/problems to resiliency risks, architectural weaknesses, control gaps, and engineering quality.
• Serve as accountable executive for regulatory responses and supervisory requests relating to incidents, outages, recovery actions, RCA findings, and resiliency improvements.
• Coordinate and quality-assure client communications for impactful incidents (internal/external statements, timelines, cause, remediation, and prevention).
• Provide clear executive narratives and materials for senior leadership, risk committees, audit committees, and business stakeholders.
• Act as the primary interface to internal oversight groups (e.g., ORR, ERO, Operational Risk, Compliance, Internal Audit, and Technology Risk Management).
• Ensure incidents/problems are appropriately mapped to relevant governance constructs (e.g., operational risk events where applicable) with clear traceability.
• Lead continuous improvement of control coverage and evidence quality to support audits and examinations.
• Partner with Resiliency teams to connect operational learning to scenario testing, dependency mapping, recovery planning, and service resiliency metrics.
• Build and run a Quality Management System for incident/problem practices: sampling, assurance reviews, coaching, playbooks, and maturity assessments.
• Develop and maintain standard artifacts (runbooks, major incident playbooks, comms templates, RCA templates, PIR guidance).
• Run Continual Improvement programs: trend analysis, “top drivers” remediation themes, performance benchmarking, and maturity roadmaps.
• Drive adoption of consistent tooling, workflows, and data standards across platforms.
• Use AI responsibly to improve speed, quality, and scale of incident/problem management while meeting security, privacy, and model-risk expectations.
• Lead and develop a high-performing team of incident/problem governance professionals (e.g., problem managers, automation analysts).

  Qualifications

  • 10–15+ years in technology operations, SRE/production services, service management, or resiliency roles in complex enterprises; regulated financial services strongly preferred.
  • Demonstrated leadership in Major Incident Management and Problem Management/RCA at enterprise scale.
  • Strong command of ITIL practices (Incident, Problem, Monitoring & Event, Service Level, Change Enablement, Continual Improvement; familiarity with CMDB/Service Configuration is a plus).
  • Proven experience driving process standardization, operating model change, and measurable performance improvements (e.g., MTTR reduction, recurrence reduction).
  • Experience leading regulatory/audit-facing responses with strong evidence discipline and executive communication.
  • ITIL 4 Managing Professional (MP) and/or ITIL Strategic Leader (SL); ITIL Foundation minimum.
  • Familiarity with ISO/IEC 20000, NIST, and resiliency/operational risk expectations in financial services (helpful but not required).
  • Experience with AIOps platforms/observability tooling (e.g., event correlation, log analytics, tracing, anomaly detection).
  • Experience with Agile/DevOps/SRE operating models and integrating incident/problem practices into product/platform delivery.